Unable to access old Voicemails

[DPCITAZ]

Good day.

I am using 3CX hosted by 3CX, 18.0 Update 4 (Build 965) Version, Fanvil X3U Pro phones, with firmware 2.4.7.5.

I have a user that has 13 voicemail messages (old), no new messages. When they go to their voicemail on the phone, either via the voicemail button or dialing 999, or by accessing the voicemail from another phone. They are prompted for their Voicemail Pin, and then given the option to press * to play. When pressing *, they are prompted with "*Star to contact the operator". It then plays a beep.

The user is unable to access their old voicemails.

I have factory reset the phone and reassigned the phone to the users extension, made sure the latest firmware is on the phone and the 3CX Server.

Any suggestions on how we get the user to hear their old messages?

Thank you.

Steve

 

[SweetAction]

What happens if you check their voicemails tab in the webclient?

 

[DPCITAZ]

Installing the Windows client on my Surface Pro and logging in as the affected user (again, this is only affecting one users) results in the same problem.

1. Open the Web Client.
2. Make a call, using the dialer (in the Windows Web App).
3. Dial 999
4. "You have no new messages and X other messages". "Press * to play old messages". Pressing the * button results in "Star to contact the operator", beep.

 

[SweetAction]

Sorry, I was asking if the voicemail tab (not calling voicemail but the dedicated tab) shows any voicemails

 

[DPCITAZ]

The Voicemail tab does show all of the voicemails.

The user only wants to access the voicemails on their phone. They are adamantly opposed to accessing voicemail via, email, web app, windows app or mobile app.

 

[DPCITAZ]

There was never an issue with the phone or the voicemail. the issue was there were 2 voicemails, one after the other that said "Press star to reach the operator" and then silence for 2 minutes.

So when you went to the phone and presses the voicemail button, it would prompt you to "Press * to play old messages" and then when you pressed start you would hear "Press star to reach the operator". And if you went to the next message, you would hear the same thing.

So I deleted the offending messages and now it 'works'.

Thank you SweetAction for the responses.

 

[SweetAction]

Wow, that's not what I expected at all. I'm glad you solved it though.